Support Specialist I

Summary

Join Brex, an AI-powered spend platform, and become a Support Specialist I in our Customer Experience team based in Vancouver. You will provide exceptional customer support via email, phone, and chat, utilizing AI-powered tools. Collaborate with Sales, Product, and Engineering teams to resolve customer inquiries, identify trends, and document bugs. Contribute to team goals, mentor colleagues, and enhance company documentation. This fully remote role requires strong communication, empathy, and technical problem-solving skills. Brex values high-quality customer experience and offers competitive hourly pay, overtime pay, and potential equity.

Requirements

• This role is required to be located within the greater Vancouver, BC area
• Passionate about customer support and about the role it plays in making a customer-centric team successful
• Ability to communicate technical problems in a clear and tactful way
• Strong verbal and written communication skills
• Empathy, diplomacy, tact, and poise under pressure when working through customer issues
• Comfort with and enthusiasm for using AI tools in a customer support environment

Responsibilities

• Effectively resolve customer inquiries in a considerate and timely manner via, email, phone, and chat, utilizing AI-powered tools to optimize quality and efficiency
• Compose thoughtful, personalized responses for a variety of customer requests
• Triage incoming requests and spot trends in customer issues to flag for the rest of the team
• Identify, reproduce, and document bugs for the Engineering teams
• Make active contributions to help achieve team goals and successes
• Contribute to the ongoing learning and success of your team and the company by sharing knowledge through mentorship and collaboration, and by aiding in documentation

Preferred Qualifications

• Bachelor's degree
• FinTech experience
• Prior experience in a customer-facing role, ideally in a support function
• Experience with AI-powered customer service tools
• Currently hold or have recently held a Series 7 and/or 63 securities license
• Willingness to work overtime

Benefits

• The expected pay range for this role is $23.00 CAD - $24.00 CAD per hour
• However, the starting hourly pay will depend on a number of factors including the candidate’s location, skills, experience, market demands, and internal pay parity
• This pay range reflects a standard work week, however, as an hourly employee if you exceed these hours, you will be paid overtime
• Depending on the position offered, equity and other forms of compensation may be provided as part of a total compensation package
• This role will be fully remote and based in Vancouver